Separate outer packaging damage from product damage.
Keep the message calm, specific, and aligned with your store policy.
Free template
Crushed box reply template
Respond when the outer shipping box is crushed, bent, torn, or visibly mishandled.
Copy-ready template
Subject: Checking the crushed package for {{order_number}}
Hi {{customer_name}},
Thanks for sending this over. I am sorry the box arrived crushed.
Please send one photo of the full box and one photo of the item inside. That will help us understand whether the product itself was affected and what support step makes sense.
We will review the details carefully and reply as soon as we can.
Thanks,
{{store_name}} Support
Use this carefully
Ask for photos of both package and item.
Keep the message calm, specific, and aligned with your store policy.
Do not blame the customer or the carrier.
Keep the message calm, specific, and aligned with your store policy.